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description

The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someone and about abandoned calls. On the other hand, customer satisfaction with the firm's fleet vehicles and drivers is extremely high. The general manager worries that call center service quality will limit the company's ability to expand operations into new markets. The company's founder has asked the general manager to look into the problems and propose solutions. Students must analyze the capacity utilization and demand for the call center while also considering the costs of problems including abandoned calls.

learning objective:

1. Analyze call center demand and capacity to determine the source of a problem. 2. Quantify the size of the problem. 3. Propose plans to address the imbalance between capacity and demand. 4. Explore key issues in operating an effective customer service function in a service business.